Tasks
Tasks are used to split a complex request into smaller workable units. You can assign tasks to other support reps to leverage expertise from them.
To add a task to a request:
1. Go to Requests tab and click the subject line of the desired request.
2. In the request details page, select Add Task from the Actions drop-down menu. Alternatively, you can go to Tasks tab and click Add new.
3. Now, provide the task details as required. The default task fields are as follows.
Fields |
Description |
Title |
To give a title to the task. This is a mandatory field. |
Status |
To mark task status such as Open, Closed, Assigned, Resolved among others. This is a mandatory field. |
Description |
Provide a relevant description. |
Estimated Effort |
Enter an estimated time required to complete the task. |
Group |
You can select a group to work on the task |
Priority |
To set task priority such as Low, Medium, Normal, and High. |
Owner |
To select a support rep as the task owner. |
Schedule Start |
To set scheduled start time for the task |
Actual Start |
To mark the actual start time of the task |
Task Type |
To categorize the task as implementation, troubleshooting among others. |
% of Completion |
To mark task progress in percentage |
Additional Cost |
Enter any additional costs incurred. |
Comments |
To provide some additional information. |
Requires on-site visit |
Used to mark a task that requires an on-site visit. |
Attachments |
To add images or files. |
Mark parent task(s) |
Set an existing task as a parent task. |
4. Finally, click Save.
- You can also choose a task template from the drop-down list if you have already configured. To configure task templates, click here.
- If Estimated Effort and Scheduled Start are set then Scheduled End time will be automatically calculated based on operational hours and workdays.
- You can either mark or assign the task to a group or support rep using the toggle button. Marking is used for later assignment.
View, edit, delete, and other task actions
You can perform various task-related actions from the task list view. To access it, go to the Tasks tab in the request details page.
The task list view lists all tasks in a request. To view the details of a particular task, click the desired task title to go to the task details page.
To edit a task, click the desired task title and then the edit icon. Make necessary changes and click Save.
To delete a task, select the task(s) you want to delete from the task list and then select Delete from the Actions drop-down menu. You can also delete a task from the task details page.
To organize the order of tasks, select the tasks from the task list view and then click Organize from the Actions drop-down menu. Now, in the pop-up window that appears, select and move tasks using the arrows as required and then click Save.
- In the task list view, you can directly edit certain fields Priority, Owner, Scheduled Start Time scheduled End Time, and % of Completion.
- You can also close multiple tasks from the task list view by selecting the required tasks and then click Close from the Actions drop-down menu.
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